Item: NICE CXone
Rating: 10
Author: Lili Sifuentes

Use Cases and Deployment Scope

We are using this in our customer response center to communicate with our sales team and customers. It is only being used in certain departments within our company. I have found it has helped with being able to warm transfer much easier than our old system and [it] is more updated as well.

Pros and Cons

Good ring time for calls.
Availability of other co-worker's status.
Provides more information on personal productivity.
Able to track your calls better.

The conference feature is confusing and could use some updating.

Customization

I am able to look at how many calls I have taken daily [and] my reports on how my calls are going. Personally, I really enjoy having that feature to keep track of how I am doing at my workplace. Other than that, there is nothing else I can really add to this.

Usability

I have had a really great experiences using this tool so far.

Reporting Capabilities

I have had really great experiences using this tool so far and I enjoy that I can see all my productivity reports without having to call my manager for an update on this. Other than that, there is nothing much I can add as this is all I have noticed with the NICE system.

Products Replaced

Yes - Finesse and I am not sure why our team manager wanted to replace it.

Key Insights

Do you think NICE CXone delivers good value for the price?

Yes

Are you happy with NICE CXone's feature set?

Yes

Did NICE CXone live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of NICE CXone go as expected?

I wasn't involved with the implementation phase

Would you buy NICE CXone again?

Yes

Likelihood to Recommend

It is well suited for the customer response team and the claims team as we are able to manage our calls better, [manage] our productivity, access our own reports on how we are doing daily, [and are] able to see who is available online when you are looking to transfer to a co-worker.

Great experience with NICE!

Overall Satisfaction with NICE CXone (formerly NICE inContact)